This information outlines the assessment tasks and learning sequences for the units Build relationships with customers SIRXSLS004A and Sell products and services SIRXSLS001A
PC1-Establish rapport with customers
Establish rapport and relationship with customer and express a genuine interest in customer needs and requirements to enhance customer commitment, trust and credibility of store and to build return customer base.
Maintain professional ethics with the customer to promote store image and credibility.
Accurately clarify customer needs and preferences to maximise sales opportunities.
Maximise sales opportunities by use of add-on and complementary sales techniques.
Give customer space and time to evaluate purchase decision, while using time to maximum advantage for customer and store.
TAKE THIS TEST TO DETERMINE YOUR PERSONALITY TEST PCB2 Apply expert knowledge.
Provide customer with accurate information regarding product and service appraisals, correct statements and warranties according to legislative requirements.
Provide detailed knowledge of supplier or manufacturer information according to customer needs and commercial confidentiality guidelines.
Evaluate product range, accurately demonstrate features and benefits of products or services where appropriate and make recommendations to the customer to maximise sales potential.
Maximise customer interest in product or service through price negotiation where applicable and offer payment and credit options according to store policy.
Accurately calculate prices and discounts according to pricing determinants and store policy.
Accurately provide evidence of ongoing support as sale is concluded.
Accurately explain back-up service and reassure customer according to legislative requirements and store policy.
Provide customer with store or salesperson's contact details to provide line of contact and customer followed up according to store policy.
Accurately enter customer and transaction details into customer database.
PCB4 Plan sales presentations.
Plan presentation to complement product characteristics.
Select client group according to product characteristics and store merchandising policy.
Access promotional materials where required and distribute to client group.
Select and prepare a range of products or services for presentation to reflect store image, demographics and merchandising plan.
PCB5 Implement sales presentation.
Ensure sufficient numbers of adequately briefed support staff, where required for a presentation.
Apply communication skills to effectively create interest, focus attention, and encourage customer interaction with individuals or groups.
Demonstrate products or services to create a buying environment.
Measure results of sales presentation according to predetermined criteria, review overall performance and results, and apply information to enhance future sales presentations according to store sales policy.
PCB6 Maintain and utilise a customer database.
Maintain customer confidentiality as required by store policy and legislative requirements.
Develop and maintain accurate customer records and store securely according to store policy and procedures.
Accurately identify and follow up regular customers according to store marketing policy.
Accurately utilise customer records to advise customers on products and services of possible interest.
Implement customer loyalty schemes where required according to store promotional activities.
PCB7 Deal with difficult customers.
Acknowledge customer complaints and problems and reassuringly support difficult customers to produce positive outcome.
Use questioning and active listening to encourage customer to verbalise issue and minimise customer frustration.
Develop customer's confidence in the candidate and product or service to promote long-term trust and commitment to store.
This information outlines the assessment tasks and learning sequences for the units Build relationships with customers SIRXSLS004A and Sell products and services SIRXSLS001A
PC1-Establish rapport with customers
These information sheets will help you to develop skills in customer service they also contain learning activities for you to complete.
Watch this youtube clip to further understand the need to establish rapport
http://richardstep.com/dope-personality-type-quiz/This link has a clip that discusses the D.O.P.E test watch it please but use the next link to take the test.
http://www.achieve-goal-setting-success.com/support-files/dopetest.pdf
TAKE THIS TEST TO DETERMINE YOUR PERSONALITY TEST
PCB2 Apply expert knowledge.
PCB3 Provide post sales support.
PCB4 Plan sales presentations.
PCB5 Implement sales presentation.
PCB6 Maintain and utilise a customer database.
PCB7 Deal with difficult customers.